In the real world, customer support has become a vital part of the organization's business process. For all types of product and service industries, customer support is an important activity. In general, support (case) tickets are used to capture customer comments on various types of problems that start after purchasing a product or service. Occasionally, customers can ask important feature requests using support platform, and that may be beneficial when developing future product enhancements.
Managing support cases can get cruel. Whenever you think you are done with it, another one is waiting for you in the queue. There are a few support cases that nobody wants to accept because it is too difficult. Moving stray tickets from one department to another department can easily cross the proper resolution times. In the end, you will be flooded with increasing support ticket numbers, and your customer gets angry because their cases are...